I’ve been focusing a lot of my attention lately on customer service excellence and researching ways to be come a great service organization. At an organizational level there are 3 steps to this process (well, there are a lot more, but here are 3 general steps):
- Identify areas for improvement. Accomplished by asking your clients. Accomplished through a survey.
- Create and Implement Action Items
- Evaluate Results
A common question asked on a survey might be, “On a scale of 1-10 how would you rate our organization overall?” or “On a scale of 1-10 how likely are you to refer us to a colleague?”. The responses might be insightful, but the bottom line questions are: What do they mean and what can I do about them?
My boss turned me onto something called the Net Promoter Score which “buckets” the responses to questions like this and identifies for you what they mean. Rather then try to explain it I’ll just point you to the site http://www.satmetrix.com/satmetrix/netpromoter.php?page=1
Personally, I happened to find amazing correlations between the NPS and retention numbers. It really gives you some concrete data and action items or next steps based on what the responses really mean.
Customer Sat + Data = Huge Step in the Right Direction